Piyush Goel
Lead Engineer
Gurugram
Summary
Production Support Lead with 8+ years of experience in Application Support, Platform Operations, Production Support, Incident Management, and Service Reliability across enterprise applications. Experienced in leading L2/L3 support teams, managing critical production incidents, coordinating cross-functional stakeholders, and driving operational excellence through automation, process improvements, and governance. Strong expertise in Incident, Problem, Change, and Release Management with hands-on experience in monitoring, root cause analysis, production deployments, SLA/KPI management, operational reporting, and platform stability. Proven ability to mentor technical teams, improve operational maturity, and ensure high availability of business-critical applications in Agile environments.
Overview
8
8
years of professional experience
3
3
Certifications
3
3
Languages
Work History
Lead Engineer
Guardian India Operations Pvt Ltd.
04.2025 - Current
- Leading a high-performance team of four engineers responsible for L2/L3 application support, ensuring 24/7 application stability.
- Designed and delivered KPI-driven dashboards and performance reports for executive stakeholders, using support and telemetry data.
- Driving process automation and reducing manual efforts through a workflow optimization tool.
- Coordinating production releases under Change and Release Management processes.
- Acting as a bridge between business, DevOps, and delivery teams to ensure operational alignment.
Senior Software Engineer
Guardian India Operations Pvt Ltd.
05.2022 - 03.2025
- Collaborated with product management teams to gather and prioritize user feedback, translating it into detailed requirements and user stories.
- Lead the implementation of new features, coordinating with developers, and QA teams to ensure timely, quality releases.
- Acted as a liaison between users and development teams, ensuring that technical solutions met business needs and enhanced user satisfaction.
- Developed and maintained product documentation, providing clear guidelines for both users and support teams.
- Improved system performance and user experience by analyzing support tickets, and identifying common issues and enhancement opportunities.
Java Production Support Analyst
Wipro Technologies Ltd.
01.2020 - 05.2022
- Company Overview: Client-Canara HSBC OBC Life Insurance Company
- Analyzed business requirements and provided technical solutions related to user experience.
- Worked on the CRM tool in order to keep track of and resolve production defects.
- Coordinated with both technical teams and end users to identify and translate business requirements, using logical analysis.
- Worked closely with the development team for the implementation of new functions and defect fixes in production, gaining experience in the SDLC.
- Managed different client applications, in-house as well as customer-based applications like the customer website, staff portal, etc.
Project Engineer
Wipro Technologies Ltd.
10.2017 - 08.2019
- Company Overview: Client-State Street Bank
- Analyzed data to find anomalies and identify areas / methods for improvement.
- Generated reports on a weekly, monthly, and quarterly basis.
- Developed a tool for processing incidents.
- Was awarded outstanding performance in 2018-19.
- Client-State Street Bank
Education
B.Tech - Electronics And Communications Engineering
Amity University
Lucknow, India 04.2001 -
Skills
Product Lifecycle Management
Agile and Scrum Methodologies
Stakeholder Communication
Requirement Gathering and Analysis
User Story Creation
Problem Solving and Troubleshooting
Data Analysis and Reporting
User Experience Enhancement
Certification
Certified PSPO I, 05/01/24, Present
Interests
Exploring New Technologies
Reading Books
Travelling
Timeline
Lead Engineer
Guardian India Operations Pvt Ltd.
04.2025 - Current
Senior Software Engineer
Guardian India Operations Pvt Ltd.
05.2022 - 03.2025
Java Production Support Analyst
Wipro Technologies Ltd.
01.2020 - 05.2022
Project Engineer
Wipro Technologies Ltd.
10.2017 - 08.2019
B.Tech - Electronics And Communications Engineering
Amity University
04.2001 -